Retail Selling Skills
Who should attend?
Individuals who are new to retail sales or presently in a retail/customer service role.
2 Days
Programme Overview

Many retail store sales agents may believe that focusing on sales and achieving sales targets will necessarily affect the level of customer service they provide. However, when retail employees focus on how their customers feel and make decisions throughout the experience, they deliver excellent service and develop valuable two-way RELATIONSHIPS. Building customer relationships and meeting their needs is at the heart of this selling skills course which is specifically designed for frontline retail sales professionals. At the core of this training course, participants will learn and practice a proven, step-by-step sales questioning model they can use immediately in any sales situation.

This powerful sales questioning technique is all about asking the right questions in the right order. It is designed to increase the likelihood of making a sale by better understanding customer needs while maintaining a great customer experience. By following this proven questioning model your retail sales professionals will confidently lead their customers successfully through the buying experience.

  •  Explain what motivates customers (logical and emotional) to buy or continue to use a product/service
  •  Explain four personality styles; identify their own style; and, adapt their style to establish rapport with other personality styles
  •  Follow a simple 5-step sales process that will give them the confidence, energy, and focus they need to become successful retail sales professionals
  •  Use a powerful sales questioning technique that will enable them to ask customers around their lifestyle needs in a better way
  •  Overcome common objections and close the sale
  •  Make the best out of each interaction with every customer
  •  Learn valuable lessons from Joe Gerard, one of the greatest retail salesmen who ever lived
A variety of innovative techniques are used to trigger facilitated discussion and convey the program ideas. The learnings from the workshop would be effectively explained through experiential learning making the learning fun and innovative. Special emphasis would be laid on Self Confidence, Motivation, Communication and Handling Stakeholders. The course would have a blend of classroom sessions, role-playing and an actual visit to the real stores with guided activities.
Course Outline

Module 1: Linking Sales and Customer Service

  •  Selling or Serving-an Icebreaker activity
  •  Moments of truth
  •  Ethical sales practices

Module 2: Know Your Stuff and Your Customer

  •  Know the Products and Services you sell inside out
  •  Knowing your Market and Competition
  •  Buyer types we deal with
  •  Find out your Personality/Buyer type

Module 3: Create the Opportunity

  •  Greeting Customer properly
  •  Having a Professional Introduction 
  •  Discovering Customer needs
  •  OPEN Questioning technique

Module 4: Handle Objections and Close the Sale

  •  Types of Objections 
  •  Handling the most common objection "Price"
  •  Handling Objections Model
  •  9 Closing techniques

Module 5: After-Sales and Follow-Up

  •  Meet Joe Gerard (The world's best retail salesman) 
  •  Best practice Post-Sale and Follow-Up actions
  •  Leaving no stone unturned 
  •  Fun Reverse brainstorming activity wrap up activity

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